🎯 How to build the customer support your consumers actually want with Bitly's Brad Harris | Conversations with Zendesk podcast
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🌎 On this episode, we’re joined by Brad Harris, Global Customer Support Director of Bitly, to discuss Bitly's innovative approach to customer support. Brad details his experiences and strategies, shedding light on the integration of AI and technology in support operations.

⏳ Timestamps:

00:13 - Leveraging technology tools for role scalability

01:09 - Exploring AI and innovative technologies for distinct customer bases

02:16 - Differentiating two customer use cases at Bitly

07:40 - Using net promoter score surveys and CSAT to gauge customer feedback

08:11 - The importance of responding to diverse customer support preferences

08:37 - Adapting to varied customer support methods, including chatbots and automation

09:07 - The implementation of an AI chatbot through Ada in Bitly's help centers

18:13 - Discussions on utilizing tools for enhancing customer experience

19:03 - Reflections on the unexpected achievements of AI

19:32 - Continuous efforts to centralize the information needed by customers

Resources mentioned:
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